Manager, Technical Engineering & Support

This position will serve as the Team Lead for ETS Operations in Mexico. As a Team Lead, this role will be accountable for site performance and serve as the escalation point for both junior and senior technical support engineers. This team will provide level two operational support to all TR employees and staff to address tickets and resolve complex issues. Additionally, this role will engage with the broader ETS team in all LCM activities.

About the Role:

As a Manager, Technical Engineering & Support, you will:

Provide end‑to‑end technical support for Microsoft 365 (M365) operations, including strategic planning, tactical execution, ticket resolution, and development of technical documentation and knowledge base articles.

Support system administration and operations across all M365 services, including security, compliance, and governance activities.

Collaborate with internal teams and insourced/outsourced technical staff to ensure end‑user needs are clearly understood and effectively delivered .

Stay up to date on M365 features, capabilities, and roadmap developments , contributing to future planning and enhancements.

Research, design, and evaluate M365 solutions that improve employee experience and productivity .

Participate in security, compliance, and reliability initiatives , working with internal teams to strengthen scalability and governance of the M365 environment.

Engage with stakeholders in technical discussions, decision‑making, lifecycle management, and continuous improvement initiatives to optimize platform performance and user experience.

About You:

You're a fit for the Manager, Technical Engineering & Support if you:

Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or equivalent experience , with 8+ years of progressive experience in enterprise technical support and Microsoft 365 engineering, including team leadership and implementation of AI‑driven tools to improve efficiency .

Strong expertise in the Microsoft 365 Enterprise suite (Exchange Online, SharePoint Online, Teams/Teams Voice, Security & Compliance Center, OneDrive, Yammer, Stream), including licensing, policy management, and roadmap awareness.

Deep understanding of Microsoft 365 architecture and its integration within the Azure ecosystem , including identity management, federation, and enterprise service dependencies.

Proven ability to solve complex problems , define technical specifications from business requirements, and apply strong analytical, troubleshooting, and decision‑making skills independently.

Experience in security, compliance, and governance implementations , including advanced configurations within M365 Security & Compliance Center in mid‑to‑large enterprise environments.

Strong knowledge of data flow, user interaction models, and employee experience , with the ability to design solutions that enhance organizational performance and productivity.

Excellent communication, collaboration, and organizational skills , with experience working in global environments (insourced/outsourced teams), building relationships with stakeholders, preparing clear documentation, and driving cooperative team outcomes.

#LI-FP2

What’s in it For You?

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.